Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kausthubha Desai

Hyderabad

Summary

Dynamic Quality, Training & Policy Manager with a proven track record at Genpact India Pvt Ltd, excelling in training design and team leadership. Spearheaded initiatives that enhanced service delivery and compliance, while fostering a culture of continuous improvement. Adept at performance analysis and stakeholder collaboration, driving operational excellence and professional growth.

Overview

11
11
years of professional experience

Work History

Quality, Training & Policy Manager

Genpact India Pvt Ltd
Hyderabad
08.2024 - Current
  • Led high-performing team of over 40 professionals across quality and training divisions.
  • Designed and implemented training programs aligned with business objectives and compliance standards.
  • Established and updated company policies to reflect industry standards and operational needs.
  • Monitored key quality metrics and initiated programs to reduce errors and improve service delivery.
  • Collaborated with cross-functional teams to identify skill gaps and develop targeted improvement plans.
  • Conducted regular audits and evaluations to ensure compliance with internal and external guidelines.
  • Provided mentorship and performance coaching to team members, promoting professional growth.

Management Trainee & Assistant Manager

Genpact India Pvt Ltd
Hyderabad
11.2019 - 07.2024
  • Oversaw daily operations for 25 associates, maintaining high productivity and adherence to policies.
  • Transitioned to Quality Lead role, managing quality across projects with TAT management and RCA.
  • Implemented performance reviews to drive operational excellence and resolve disputes.
  • Assisted management by handling scheduling, reporting, and team-related issues.
  • Exhibited initiative and strong organizational abilities in dynamic work settings.

Senior Team Leader

Zealous Technology Services
Hyderabad
02.2018 - 08.2019
  • Achieved consistent SPH, TPH, and QC targets while directing a team of over 90.
  • Oversaw training processes and coordinated effectively with client assistants.
  • Conducted performance reviews and supported onboarding for new recruits.
  • Fostered a positive team culture by facilitating meetings and delegating tasks appropriately.
  • Ensured quality standards were met through coaching and constructive feedback.

Team Leader

Tata Business Support Services
Hyderabad
11.2016 - 07.2017
  • Oversaw RTQM management at peak times partnering with command center, maintaining SL, AL, and AHT benchmarks.
  • Managed team of 25 executives, tracking performance and compiling daily score reports.
  • Achieved operational excellence through KPI attainment and optimization of call quality.
  • Highlighted call errors, partnered with managers, and arranged training programs for resolution.
  • Encouraged and navigated team efforts to consistently reach targets on professional and personal levels.

Customer Support Executive

Tata Business Support Services
Hyderabad
07.2014 - 11.2016
  • Managed customer concerns through effective de-escalation and professional communication.
  • Provided precise product information and assisted customers with returns/refunds.
  • Executed exceptional customer service through tailored product suggestions.
  • Cultivated warm, customer-centric approach to guarantee satisfaction.

Education

Bachelor of Science - Computational Science

Sreevani Degree College
Zaheerabad

Skills

  • Quality assurance and auditing
  • Training design and delivery
  • Policy development and implementation
  • Team leadership and coaching
  • Performance analysis and reporting
  • Compliance and standards adherence
  • Stakeholder collaboration
  • Process improvement and change management

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Upper Intermediate (B2)
B2

Timeline

Quality, Training & Policy Manager

Genpact India Pvt Ltd
08.2024 - Current

Management Trainee & Assistant Manager

Genpact India Pvt Ltd
11.2019 - 07.2024

Senior Team Leader

Zealous Technology Services
02.2018 - 08.2019

Team Leader

Tata Business Support Services
11.2016 - 07.2017

Customer Support Executive

Tata Business Support Services
07.2014 - 11.2016

Bachelor of Science - Computational Science

Sreevani Degree College

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Kausthubha Desai